Agent Home provides useful information to help you manage your tickets and view your recently-completed work. Think of it as a personal command center to keep you up-to-date and prioritize your work.
This article includes these sections:
- About Agent Home
- Activating Agent Home (for admins)
- Opening Agent Home
- Filtering your work
- Sorting your work
- Removing yourself as a CC or follower
- Using Agent Home with auto assist
- Limitations
Related articles:
About Agent Home
Agent Home is the one-stop shop for agents to manage all work, including tickets, messaging conversations, and conversations you’re CC’d on or following. Agent Home works in real time, showing tickets assigned to you and their latest updates, the moment it happens, without the need for a refresh. Productivity tools help you keep your workspace well-organized and tidy.
Agent Home includes:
-
Your work > Tickets: Tickets assigned to you that
need action.
- Hover your mouse over a ticket to see more details, including the original request and latest comment. Click to open the ticket.
- Messaging conversations are shown in real time, with conversation status and latest updates visible right from the home page.
- Supported ticket types include: web, email, messaging, chat, talk, and SMS. Child tickets (created via side conversations) are also included.
- You can filter and sort the tickets in your list.
-
Shared work: See Understanding CCs and
followers.
- CCed: Tickets where you are included as a CC on the ticket.
- Following: Tickets where you are listed as a follower.
- Completed work > Last 30 days: Work you completed recently (last 30 days). This includes tickets with a solved, closed, or archived status and side conversations marked as done.
- Ticket statistics: The number of your tickets with a Good Customer satisfaction (CSAT) rating, a Bad CSAT rating, and tickets Solved by you this week. See Sending a CSAT survey to your customers.
- Satisfaction statistics: Satisfaction statistics for you and your team, expressed as the % satisfaction attainment for the past 60 days.
- Open tickets: The number of open tickets assigned to your groups.
-
Updates: Updates to your tickets. Click an update to
open the ticket.
Ticket updates include tickets assigned to you that have:
- Received a new comment
- Increased in priority
- Been reassigned to you
Activating Agent Home (for admins)
Before you can view Agent Home, an admin must activate the page in your account.
To activate Agent Home
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent interface. - Scroll to Agent Home, then select Enable Agent Home.
Opening Agent Home
Agents can view their home page in the Support ticketing interface.
Admins have a different page that they access from the Admin (
) icon. See Viewing the Support Admin home
page.
To view Agent Home
- In Support, click the Home
(
) icon in the sidebar. - Use this page to manage tickets assigned to you and view ticket updates.
Filtering your work
You can filter tickets on Agent Home to get the exact view you need to manage your work. You can filter tickets by status and by channel.
To filter your tickets by channel
- In Support, click the Home
() icon in the sidebar.
- Click the Channel filter at the top of your tickets list, then
select a Channel. You can choose any channel currently shown in
your tickets list.
The filter also supports custom ticket statuses if your admin has activated them in your account.
- To see all tickets regardless of channel, click Clear filters.
To filter your tickets by status
- In Support, click the Home
() icon in the sidebar.
- Click the Status filter at the top of your tickets list, then
select a Status.
You can choose Open, Pending, or On-hold (if activated). You can also sort by custom ticket statuses if your account includes them.
When you filter your tickets, you’ll see a blue dot to show you’re looking at a filtered list. The number inside the dot shows how many filtering options you’ve set.
- To see all tickets regardless of status, click Clear filters.
Sorting your work
To help you manage your priorities, you can sort your tickets to show what’s most important to you.
To sort your tickets
- In Support, click the Home
() icon in the sidebar.
- Open the sort menu at the top of your tickets list and select a sort
option.
Sorting options include:
- Recommended: Provides suggestions on which tickets to address first. The recommended list groups live messaging conversations at the top of your work list, and sorts the rest of your tickets by next SLA breach. Tickets without an SLA target appear below tickets that have one and are sorted by the latest update.
- Oldest updated: Your least-recently updated tickets are listed first.
- Newest updated: Your most-recently updated tickets are listed first.
Removing yourself as a CC or follower
Agent Home provides a quick way for you to remove yourself as a CC or follower on tickets.
To remove yourself as a CC or follower
- In Support, click the Home
() icon in the sidebar.
- To remove yourself as a CC:
- Click Shared work > CCed to open the list of tickets where you’re included as a CC.
- Open the ticket you want to be removed from and delete your name from the CC list.
- To remove yourself as a follower:
- Click Shared work > Following to open the list of tickets you’re following.
- Open the ticket you want to be removed from and delete your name from the Followers list.
Using Agent Home with auto assist
Auto assist, part of agent copilot, is an AI-powered assistant for agents. Auto assist understands the contents of submitted tickets and suggests how to solve them. For more information, see Using auto assist to help agents solve tickets.
To help you prioritize your work, the ticket list on Agent Home indicates which tickets have auto assist suggestions, so you can quickly see which tickets you can open and solve using auto assist.
- On Agent Home, click Auto assist in Your work to show all
your tickets that include auto assist suggestions.
Limitations
This section describes limitations in Agent Home. We’re working to remove these limitations in future releases.
- Chat tickets appear as tickets only, without real-time conversation updates. Messaging will show the conversation status, latest comment, and typing indicator.
- To maximize performance, Agent Home has the following limits
for displaying tickets:
- 100 most-recently updated tickets assigned to you
- 100 most-recently updated tickets where you are included as a CC
- 100 most-recently updated tickets where you are listed as a follower
- Tickets updated since November 21, 2023, will appear in Agent Home. If you expect to see a ticket in Agent Home that has not been updated since November 21, you can update it and it will appear. In a similar fashion, if you are listed as a CC or follower on a ticket updated before November 21, you can remove yourself, update the ticket, then add yourself again. You need to do this only once.
- Chat and SMS tickets updated since September 30, 2024 are available in Agent Home. If you want to see a Chat or SMS ticket in Agent Home that hasn't been updated since September 30, you can update it and it will appear.
- For the latest message preview, if you send a reply to a messaging conversation, your message will not appear in the conversation preview. The latest message from the end user will appear.
- For live updates, updates from messaging conversations appear immediately in Agent Home. Updates to email and web tickets will appear the next time you navigate to the page or when you refresh the page.
- Calls made via Talk Partner Edition will not show the live conversation state while a call is ongoing.
- Outbound calls made via the console without a ticket associated may not show the live conversation state while a call is ongoing.
- Outbound transfers to an external number will continue to show the active call until the call leg is ended, even after the agent leaves the call.